In order to provide a safe and smoke free environment for staff and patients, the establishment is a no smoking area
Patients are requested not to use mobile phones in reception, hallway and surgery areas. Patients are politely asked not to take photographs, nor video whilst on surgery premises.
Consultations
All consultations are carried out in person with patients, by qualified personnel in the privacy of the treatment room. Records of all consultation and treatments are kept in patients’ notes. At the initial consultation, a medical history will be taken and an outline of the problem the patient presents with. Potential treatment and alternative procedures will be discussed. We will explain the procedure clearly to the patient without jargon and give them an opportunity to ask questions. We will also explain what we are doing at each stage of the procedure. If a chaperone has been present, we will record the identity of the chaperone in the notes and any other relevant issues or concerns immediately following the consultation.
Patient Records
Patient details are taken at the initial consultation and will form part of the patient record (both electronic and paper-based).
Information Provided to the Patients
We ensures that information provided to patients, prospective patients and their families / carers is accurate and that any claims made in respect of services are justified. This is in the form of a Practice Information Leaflet.
We provide treatment for children. We expect minors to be accompanied to the practice by their parents or a guardian
The practice operates a consent policy which will be advised at the first consultation. Patients have the right to make their own decisions regarding dental treatment and care. Prior to the commencement of treatment, patients will be required to sign a form of consent. Consent to treatment must always be given freely and voluntarily by a person capable of making decisions regarding the treatment. Those with a learning disability must be accompanied by a parent or guardian who will sign the consent form on their behalf.
Patient Surveys
The practice will obtain the views of its patients least once during their course of treatment, and use these to inform the provision of treatment and care of prospective patients:
> Patients are notified as to the availability of the survey whilst in the Waiting Room / Reception. The Patient Information Leaflet itself is always readily available to patients and copies are available in the Waiting Room / Reception.
> It is the policy of our practice to carry out regular random patient surveys to seek the views of our patients as to the quality of the treatment and care provided by our staff. This also enables the Practice to ensure compliance with its quality monitoring policy in line with its standards. These results will be available as a newsletter available in the Waiting Rooms or at Reception for patients and their families. These will also be issued to the Care Quality Commission as and when requested
> Patients views will be collated into a report by analyzing the information content as well as calculating the overall Practice performance. Explanation of the results may also be represented by visual aids such as graphs and charts. The results of the survey will also be made available to staff by way of discussion at regular staff meetings with a view to improve our services further. Guidance as to where and how to access the report will be noted in the minutes of staff meetings.
Privacy and dignity of patients
The privacy and dignity of patients are respected at all times. Practice has a policy of Patient Confidentiality and all information and records are kept safe and confidential. There are facilities available for patients to have private conversations with clinical and reception staff if required.
Complaints Procedure
This practice operates a complaints procedure as part of its dealing with patients’ complaints which complies with the Care Quality Commission requirements. Patients are asked that in the event of any complaint, to speak directly or write to the Practice Manager. Patients who require further advice regarding the complaints process should direct their enquiry to the Operations Manager who, when applicable, will recommend the services of an independent advocate. A copy of the complaints process is available upon request.
What we shall do upon receiving a complaint:
Our complaints procedure is designed to make sure that we settle any complaints as quickly and efficiently as possible. We shall acknowledge complaints within 2 working days and aim to have looked into the complaint within 10 working days of the date when it was raised. We shall then be in a position to offer an explanation or a meeting as appropriate. If there are any delays in the process we will keep the complainant informed.
When we look into a complaint, we shall aim to:
- find out what happened and what, if anything, went wrong,
- make it possible for the complainant to discuss the problem with those concerned,
- Identify what we can do to make sure the problem does not happen again
At the end of the investigation, the complaint will be discussed with the complainant in detail, either in person or in writing.
